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As the coronavirus dominates the global headlines, businesses should take both defensive and strategic actions—focusing on customers, employees, and brand. Read more »

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  • Report The France Auto And Home Insurers Customer Experience Index, 2020

    How French Auto And Home Insurers Earn Loyalty With The Quality Of Their Experience
    March 24, 2021 | Oliwia Berdak, Clarissa Skinner, Luis Deya

    MAIF once more tops Forrester's France auto and home insurance CX Index rankings, edging ahead of seven mediocre, undifferentiated competitors. MAIF rewrote its mail communication and trains its...

  • Report The Italy Auto And Home Insurers Customer Experience Index, 2020

    How Italian Auto And Home Insurers Earn Loyalty With The Quality Of Their Experience
    March 22, 2021 | Oliwia Berdak, Clarissa Skinner, Luis Deya

    Allianz tops Forrester's Italy auto and home insurance Customer Experience Index (CX Index™) rankings, edging ahead of six mediocre, undifferentiated competitors. Allianz provides 19 positive...

  • Report The UK Auto And Home Insurers Customer Experience Index, 2020

    How UK Auto And Home Insurers Earn Loyalty With The Quality Of Their Experience
    March 18, 2021 | Oliwia Berdak, Clarissa Skinner, Luis Deya

    How well do leading UK auto and home insurers earn loyalty with the quality of their customer experience (CX)? We reveal the complete rankings of six auto and home insurance brands in the UK that...

  • Report The State Of CX Management Maturity, 2020

    The Benchmark Report In The CX Transformation Playbook
    March 16, 2021 | Rick Parrish

    A track record of providing high-quality customer experience (CX) is no guarantee of future CX success — especially in the wake of the COVID-19 pandemic, which turned traditional customer behavior...

  • Report Your CX Vision: How To Create A Customer Experience Vision To Guide Transformation

    March 15, 2021 | Angelina Gennis

    A customer experience (CX) vision is a clear and concise statement a company uses internally to educate and align everyone from the C-suite on down about the overall experience it aspires to...

  • Report Gauge Your CX Management Maturity

    The Assessment Report In The CX Transformation Playbook
    March 1, 2021 | Rick Parrish

    Customer experience (CX) transformations require a methodical approach that ensures thousands of people can work together to consistently produce the right experiences across scores of channels....

  • Report Why And How To Lead A CX Transformation

    The Executive Overview Of The CX Transformation Playbook
    January 27, 2021 | David Truog

    A laser-like focus on CX is the best path to business success. Forrester has proven this by analyzing major brands' financial results and showing that they correlate with how customers perceive...

  • Report The Five Essential Steps To Plan Your CX Transformation

    The Strategy Report In The CX Transformation Playbook
    January 25, 2021 | Harley Manning, Sam Karpinski

    Customer experience (CX) transformations are huge, complex, and expensive. That's why, as a CX transformation leader, you need to craft a plan detailing why and how you want to transform your...

  • Forum Summit Asia Pacific

    The must-attend event for B2B & B2C marketing and CX leaders
    September 1, 2020 | Live Virtual Experience | Frederic Giron

    The combined power of Forrester and SiriusDecisions has unleashed a new energy into the products and services available to both the B2B and B2C community. By harnessing this energy, we are bringing...

  • Forum CX Sydney

    The Time Is Now: Lead With Experience
    April 30, 2020 | Virtual Event | Michael Barnes

    CX and marketing exist to win, serve, and retain customers. But silos and miscommunication keep this power duo from reaching their full potential. For this reason, we’ve made collaboration...

  • Playbook The CX Transformation Playbook

    Why And How To Lead A CX Transformation

    A laser-like focus on customer experience (CX) is the best path to business success. Forrester has proven this by analyzing major brands' financial results and showing that they correlate with how...

  • Forum CX Europe 2019

    Change The Game: Leading Radical CX Innovation
    November 14, 2019 | Joana de Quintanilha

    First, the good news. Customer experience (CX) leaders have successfully elevated and transformed the practice of CX over the past decade. We’ve become more professional, more analytical, and...

  • Report The US Auto And Home Insurance Customer Experience Index, 2019

    How US Insurers Earn Loyalty With The Quality Of Their Experience
    September 24, 2019 | Jeffery Williams, August du Pont

    How well do leading auto and home insurers earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 19 insurers that we analyzed as part of...

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